Assistant Manager, Channel Helpdesk

Job SummaryIdentifies investigates and resolves client issues with S2B and H2H Fields support calls chat email and or other communication from users with inquiries regarding S2B login payment issues reports generation and similar concernsKey ResponsibilitiesStrategy Provide the highest standard of Client Services in response to client enquiries and complaints to create improved lasting relationships with our clients Business Leverage on the VoC process to understand client s needs and identify opportunities for improvements in service product solutions utilization and optimizing channel usage Processes Assist in embedding an effective service recovery process which includes complaint logging and handling is in place and where necessary appropriate empowerment is given to staff to act quickly when necessary Assist in implementation of service improvement initiatives in Client Services centre and facilitate transfer of best practices Make proactive calls on Key clients to improve the utilization level of facilities increase transaction volume identify opportunities for channels and referrals for the business Responsible for client satisfaction with service arrangements and delivery Risk Management Ensure process for client identification is clearly embedded Ensure that all control reconciliation activities are conducted in a timely and accurate manner Governance Comply with applicable Money Laundering Prevention Procedures and in particular report any suspicious activity to the Country Money Laundering Prevention Officer and Line Manager Regulatory Business Conduct Display exemplary conduct and live by the Group s Values and Code of Conduct Take personal responsibility for embedding the highest standards of ethics including regulatory and business conduct across Standard Chartered Bank This includes understanding and ensuring compliance with in letter and spirit all applicable laws regulations guidelines and the Group Code of Conduct Effectively and collaboratively identify escalate mitigate and resolve risk conduct and compliance matters Key stakeholdersInternal Head of Client Services Group Client Service Account Managers RM s and Client Managers Senior Managers Managers from other related departments Client Services Managers PSS Production Engineering team External All CCIB Clients Key personnel of companies Other Banks Other Responsibilities All S2B Technical Channel Enquiries Request and Complaints are responded promptly via Inbound calls email or Live chat and ensure the TAT is met in attending all the queries within cut off to be addressed the same day Assisting customers with product setup by providing step by step guidance instruction and resolving any technical issues they might experience Following up with customers to ensure that reported technical difficulties have been resolved Troubleshooting analyzing and reporting any channel S2b errors failures or malfunctions to Technology and coordinating with them for a fix Analyzing client feedback Client data and advising management on areas of improvement Work together with other Technology teams to find solution to more complex issues and ensuring that the client issue is fixed Provide detailed information about the products and services offered to the customers From time-to-time Conduct Training for clients on Online channel and its features The staff must be well equipped in preparing all required performance related reports required by the Bank - daily weekly monthly etc Projecting transaction volume to ensure sufficient capacity exists to meet service requirement at an optimal efficiency Training staffs to required skill and knowledge requirements by upskill the junior staffs to manage the enquiries requests and complaints independently The staff shall adhere to their Service Level Metrics as detailed in the CSG Metrics Guide To assist the team responsible for implementing change to achieve market leadership in customer service To manage the day-to-day delivery of Client Services to deliver simply first-class service and efficiency whilst minimizing risk To work with the team and Line Manager team to meet and exceed service standards Minimize contact rate repeat call incidence complaints of any kind and value adds contact by customers Ensure appropriate internal controls and procedures are in place and clearly documented Monitor the operation of such procedures and controls and regularly review them to ensure they reflect changes in process products policies and regulations Ensure adherence to policies including escalation and compliance requirements Ensure the team for all enquiries received are logged in the Global Enquiry management system and tracked until closure adhering to the SLA set Skills and Experience A bachelor s degree in information technology or a similar field Prior experience in technical support would be a plus Scripting skills such as Python and Excel VBA would be a big plus Product Processes knowledge in institutional corporate banking systems would be a plus Experience Knowledge Required A bachelor s degree in information technology or a similar field A minimum of two years experience working as a client support specialist or a similar role Working knowledge of remote service tools and help desk application Computer literate with the ability to learn customer service software applications Prior experience in technical support would be a plus Effective interpersonal and communication skills Good questioning skills Good analytical and problem-solving skills Able to recognize basic styles of customer behavior and how to adapt each style to create positive chemistry Able to identify and manage both transactional and operational risks Ability to work under pressure Intermediate level product processes knowledge Product Processes knowledge in institutional corporate banking systems would be a plus Scripting skills such as Python and Excel VBA would be a big plus Sound client service banking operations experience with Online banking channels Knowledge QualificationsProfile A genuine liking for people Enjoy working for and serving others Loves to solve problems Passion in technologies Ability to feel comfortable amongst strangers A good listener Make themselves understood when communicating with all kinds of people Pleasant disposition and able to control feelings that may create conflict Sensitivity towards people and ability to show compassion or empathy High self-esteem and confidence level Track record of competence Proactive rather than reactive A sense of belonging to a group of people or place A general sense of trusting others Strong social need Lead by example being the Right Partner Complexity Judgment Able to provide professional advice on client service products and services Able to analyze the clients perspective in various situations and determine positive or negative behavior for opportunities to gain agreement Able to apply questioning skills for in-depth analysis attitudes situations problems and priorities to determined optimum strategy on how to deal with them Freedom of Decision Making Type of differentiated services that suits the client based on structured analytical process Non-financial financial compensation for service recovery purposes About Standard CharteredWe re an international bank nimble enough to act big enough for impact For more than 170 years we ve worked to make a positive difference for our clients communities and each other We question the status quo love a challenge and enjoy finding new opportunities to grow and do better than before If you re looking for a career with purpose and you want to work for a bank making a difference we want to hear from you You can count on us to celebrate your unique talents and we can t wait to see the talents you can bring us Our purpose to drive commerce and prosperity through our unique diversity together with our brand promise to be here for good are achieved by how we each live our valued behaviours When you work with us you ll see how we value difference and advocate inclusion Together we Do the right thing and are assertive challenge one another and live with integrity while putting the client at the heart of what we do Never settle continuously striving to improve and innovate keeping things simple and learning from doing well and not so well Are better together we can be ourselves be inclusive see more good in others and work collectively to build for the long term What we offerIn line with our Fair Pay Charter we offer a competitive salary and benefits to support your mental physical financial and social wellbeing Core bank funding for retirement savings medical and life insurance with flexible and voluntary benefits available in some locations Time-off including annual leave parental maternity 20 weeks sabbatical 12 months maximum and volunteering leave 3 days along with minimum global standards for annual and public holiday which is combined to 30 days minimum Flexible working options based around home and office locations with flexible working patterns Proactive wellbeing support through Unmind a market-leading digital wellbeing platform development courses for resilience and other human skills global Employee Assistance Programme sick leave mental health first-aiders and all sorts of self-help toolkits A continuous learning culture to support your growth with opportunities to reskill and upskill and access to physical virtual and digital learning Being part of an inclusive and values driven organisation one that embraces and celebrates our unique diversity across our teams business functions and geographies - everyone feels respected and can realise their full potential 22382